Episode #3: Patient and Clinician Satisfaction: It’s not an Either/or Choice
Patient and Clinician Satisfaction: It’s not an Either/or Choice
Introduction to Episode
Today we are exploring a major crux polarity in the healthcare system that is often looked at as two separate or independent issues. The topic today is the patient satisfaction and clinician satisfaction polarity. While this pair appears to be opposites, they have an interdependent relationship. Achieving positive sustainable outcomes cannot be accomplished by focusing on one or the other – heck no! It’s a both/and opportunity.
In this episode we will discuss the current realities surrounding this polarity. Why an over-emphasis on patient satisfaction actually got healthcare leaders into trouble over time and how the Triple Aim may have contributed to our current realities.
This episode invites you to consider your own experience as a healthcare leader and/or practicing clinician and expand your thinking to see patient and clinician satisfaction as a “good tension” that can be leveraged to create organizations that are the best for patients to receive care and for clinicians give care.
Podcast Episode Summary
· External factors: burnout, suicide, moral distress, regulatory pressures
· Burnout is a problem – underneath that is the polarity of patient satisfaction and clinician satisfaction.
· Triple Aim to Quadruple Aim – what did we learn?
· National Academy of Medicine – Action Collaborative on Clinician Well-Being and Resilience
· Leveraging the tension between patient satisfaction and clinician satisfaction
· Action steps to improve patient satisfaction and clinician satisfaction
· Recognizing the early warning signs of over-focusing on one over the other
· Be vigilant!
Recommended Resources
Berwick, D.M., Nolan, T.W. & Whittington J. (2008) The Triple Aim: Care, health, and cost. Health Affairs, 27 (3):759-769
Bodenheimer T, Sinsky C. From triple to quadruple aim: care of the patient requires care of the provider. Ann Fam Med. 2014;12(6):573-576.
Ahmed, F., Burt, J., Roland, M. (2014). Measuring patient experience: Concepts and methods. Patient, 7: 235-241.
Janicijevic, I., Seke, K., Djokovic, A., & Filipovic, J. (2013). Healthcare worker satisfaction and patient satisfaction-where is the linkage? HIPPOKRATIA, 17(2): 157-162.
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assuranc,e 22(4): 366-381.
National Academy of Medicine (NAM) Action Collaborative on Clinician Well-Being and Resilience https://nam.edu/initiatives/clinician-resilience-and-well-being/
MissingLogic is a network organization of NAM’s Action Collaborative. Read our commitment statement here.
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If you found value in this episode, please leave us a review on iTunes! Our mission is to start “a movement” of leaders who address the chronic challenges in healthcare through a Polarity Thinking™ lens! We want to share the wisdom in the podcast with healthcare leaders everywhere! Just click here to review, select “Ratings and Reviews” and “Write a Review” and tell us what your favorite part of the podcast is.”
If you found value in this episode, please leave us a review on iTunes! Our mission is to start “a movement” of leaders who address the chronic challenges in healthcare through a Polarity Thinking™ lens! We want to share the wisdom in the podcast with healthcare leaders everywhere! Just click here to review, select “Ratings and Reviews” and “Write a Review” and tell us what your favorite part of the podcast is.”
Thank You!